If you are following both Facebook and Pinterest on Twitter, you may notice how much they tweet and how often, but since all of us may not follow these two popular social sites it is hard to know which one does a better job at tweeting.
We all enjoy spending time in the great outdoors, especially during the summer season. Many of us like to hike, take bike rides, go on walking adventures, or simply take our dogs out for a bit of exercise. Going to the same place every day, to do these kinds of outdoor activities, can make a once fun and enjoyable hobby, mundane and boring. Since social media has taken the world by storm, people have become more dependent on what their peers think and turn to the online world to get feedback on various places.
In any business venture, implementing a solid customer relationship management (CRM) strategy is paramount to success. However, to get it right requires effort.
Any burgeoning business cannot overlook social media as a means of conversing with its clientele. Gone are the days when specific departments dealt with customers through company-defined channels during set business hours. Now, social media allows the customer to tell you how and when they want to talk – it is up to you to be there to listen.
In order to get ahead, you need to understand how it has evolved.
There is no need to pale at the face of a mountainous social media campaign. There are plenty of resources available to help you update your CRM process. To make your life just a little bit easier here’s a summary of how to build social media into your CRM efforts.
1. Choosing the right community
The social customer expects brands to have a presence on the sites that they use. Be it Twitter or Facebook (but don’t forget there are others), research where your customers are hanging out. Remember, you don’t need to sign up for all of the social media accounts, only the ones that you find your customers are participating in after careful research. Remember, setting up accounts on these sites is easy – it’s making the most out of them that’s the hard part (see point three). Thus, you do not want to be on a ton of different sites that are difficult to maintain and see ROI results from. Remember; once you are in the social space, there is no getting out without risking a tarnished brand and user experience.
2. Building a strategy
Planning is everything. When you use social media to manage your customer relationships, it is important to maintain a consistent and cohesive appropriate ‘voice’ (using a dedicated, well trained social media team is a good idea). Once you have this in place you can really go wild. Social media isn’t just about getting feedback – by providing your customers with incentives, entertainment and relevant content you are cementing your business in their online experience.
3. Leverage the strategy
Social media allows you to unite marketing and CRM. Your customers are offering up information that years ago would have taken an age to collect (such as their preferences, tastes, and demographics), so use it. There are plenty of CRM systems available that allow you to aggregate this data and analyze it. Once you have this information you will be able to create highly targeted and integrated CRM strategies that will lead to all important conversions.
4. Avoiding pitfalls
Remember, while social media communication is oftentimes the business speaking to the customer, it can also be customer-to-customer and customer-to-prospect. One bad customer experience can spread like wildfire. Make sure you are equipped to deal with a significant increase in customer interaction. The social customer expects businesses to listen, engage and respond quickly, so you need to be ready to do so. If things do start to go wrong then make sure you can practice a little damage control to protect your reputation.
5. Measuring results
Not all of your social media efforts are going to be successful, so once you’re up running you need to track what it is you’re doing that is actually working. Monitoring metrics like traffic, conversations and followers is a great starting point, and will make it a lot easier for you to see which tactics are working and which are just putting a drain on your resources and offering little ROI.
Last April, Facebook launched a ‘Journalists on Facebook’ page, intended to serve as a resource for growing number of reporters using Facebook for the purpose of finding sources, interaction with people and to publish stories. A couple of months later, Twitter introduced a similar initiative as well. ‘Twitter for Newsrooms’ (#TfN), is a guide for reporters on how to best use the microblogging site for the purpose of reporting. The endeavor elicited a mixed response from journalists and media pundits.
If you don’t have a Twitter account for your blog or your website then you are missing out on a great marketing tool. Twitter’s approach to social media offers a unique way for people to interact, and can do wonders for increasing your readership or business when it’s used in the right way.
From Friendster to Charlie Sheen, social media has experienced more ups and downs in the last decade than most would believe imaginable. At times, it seems as if we’re just going through the motions and repeating the same things over and over again. Then, every now and then, something comes along that’s… different.
SEO is one of the most effective methods for increasing visibility and boosting traffic online. And with Google the being undisputed king of the online search game, its ranking system is the one most publishers and marketers aim to please with their SEO efforts. However, many have found that keeping up with the company’s ever changing algorithm can be a full time job in and of itself.